Learn the secrets to successful telephone customer service and kickstart your career as Call Centre Representative, with this video-guided training course. This Online Call Centre Training Course is designed to provide learners with the skills they’ll need to speak like a star, handle difficult customers, train employees, and carry out other essential call centre duties.
Through case studies and video lessons, you will learn how to improve your telephone etiquette, with tips and techniques for handling complaints, leaving voicemail messages, and managing inbound/outbound calls. You’ll also learn some useful strategies for minimising phone distractions to maintain a high standard of customer service at all times.
By the end of this course, you will have an excellent understanding of the principles of proper phone language, as well as the skills to maintain high customer satisfaction by developing proper phone etiquette.
Take your telephone customer service skills to the next level and improve your performance to earn regular bonuses!
What You Will Learn
This Call Centre Training Course is designed to teach learners the essential skills required to succeed in a telephone customer service role. It covers the fundamentals of telephone etiquette, staff training methods, industry best practice, and much more.
Why You Should Choose This Course From iStudy
Study at your own pace
Full Tutor support on weekdays (Monday – Friday)
Fully compatible with any device
Free Printable PDF Certificate immediately after completion
No prior qualifications are needed to take this course
No hidden fees or exam charges
CPD Qualification Standards and IAO accredited
Efficient exam system, assessment, and instant results
Our customer support team is always ready to help you
Gain professional skills and better earning potential
After completing the course you’ll receive a free printable CPD accredited PDF certificate. Hard Copy certificate is also available, and you can get one for just £9!
This course is accredited by Continuing Professional Development (CPD). It is a recognised independent accreditation service.
Enrol today and learn something new with iStudy.
You’ll find a full breakdown of the course curriculum down below, take a look and see just how much this course offers. We’re sure you’ll be satisfied with this course.
|Call Centre and Customer Service Basics|
|Module One – Getting Started||FREE||00:15:00|
|Module Two – The Basics (I)||FREE||00:30:00|
|Module Three – The Basics (II)||00:30:00|
|Module Four – Phone Etiquette||01:00:00|
|Module Five – Tools||01:00:00|
|Module Six – Speaking Like a Star||00:30:00|
|Module Seven – Types of Questions||01:00:00|
|Module Eight – Bench marking||00:30:00|
|Module Nine – Goal Setting||00:30:00|
|Module Ten – Key Steps||01:00:00|
|Module Eleven – Closing||01:00:00|
|Module Twelve – Wrapping Up||00:30:00|
|Call Centre & Customer Service Skills Training- Activities||00:00:00|
|Module One – Getting Started||00:30:00|
|Module Two – Aspects of Phone Etiquette||01:00:00|
|Module Three – Using Proper Phone Language||01:00:00|
|Module Four – Eliminate Phone Distractions||01:00:00|
|Module Five – Inbound Calls||01:00:00|
|Module Six – Outbound Calls||01:00:00|
|Module Seven – Handling Rude or Angry Callers||01:00:00|
|Module Eight – Handling Interoffice Calls||01:00:00|
|Module Nine – Handling Voicemail Messages||01:00:00|
|Module Ten – Methods of Training Employees||01:00:00|
|Module Eleven – Correcting Poor Telephone Etiquette||01:00:00|
|Module Twelve – Wrapping Up||00:30:00|
This course is for anyone who's interested in this topic and wants to learn more about it. This course will also help you gain potential professional skills.
No prior qualifications are needed to take this course.
You can study this course from wherever and whenever you want. You can study at your own pace and from any device. Just log in to your account from any device and start learning!
Yes, there is a test at the end of the course. Once you’ve completed all the modules of the course, you will have to give a multiple-choice test. The questions will be based on the topics of the modules you studied. And of course, you can take the test at any time, from any device and from anywhere you want.
Don’t worry if you fail the test, you can retake it as many times as you want.
You don’t have to wait a minute after your payment has been received, you can begin immediately. You will create your login details during the checkout process and we will also send you an email confirming your login details.
We make the payment process easy for you. You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. We use the latest SSL encryption for all transactions, so your order is safe and secure.
After you complete the course, you’ll immediately receive a free printable PDF certificate. Hard Copy certificate is also available, and you can get one for just £9! You may have to wait for 3 to 9 days to get the hard copy certificate.